Technical Leader, Escalations

You will help us resolve some of our customers' most challenging issues. The Cisco Security Escalations team seeks a motivated engineer to help drive customer success, product quality and enhancements for the Next Generation Intrusion Prevention System (NGIPS), Next Generation Firewall (NGFW) and Firepower Threat Defense (FTD) platforms.

This is an opportunity to join one of the most challenging, highly visible and rewarding roles within Cisco Security Engineering. You will have an opportunity to apply all of your development and troubleshooting skills to solve unique and complex issues in a vast number of product areas (security, UI, networking, OSes, databases, and hardware).

Who You'll Work With

Our team works with Cisco Support and other teams within the Engineering organization to troubleshoot, debug, and resolve a wide array of issues encountered by product users. You will also have an opportunity to guide new feature implementation from inception and design, to implementation.

Responsibilities:

Identify and fix problems in released products through troubleshooting and code analysis.

Work with peers to investigate and drive critical issues to resolution.

Build debug binaries and scripts to aid in identification of customer facing issues.

Reproduce customer issues escalated from support.

Work with customers and support teams to gather sufficient information to reproduce customer problems.

Work with Product Development teams to identify product serviceability/usability issues and address quality problems.

Work with Development teams to provide feedback and guidance on new features.

Work with test teams to create system test cases to prevent future occurrences of identified bugs.

Help facilitate problem solving and collaboration within the team.

Provide technical guidance to junior members of the team.

Who You Are

We are looking for a talented software engineer with development experience to be part of the Engineering Escalations team. The successful candidate will have prior experience working on an enterprise level solution, a history of successful engagements with other business entities and customers, solid experience with Perl, C/C++, Linux shell scripts, strong troubleshooting skills, and a strong understanding of security, Linux administration, and networking architectures.

Required knowledge, skills and abilities:

Bachelors degree in computer science or equivalent experience

At least 6-10 years of experience in a technical role in a software-related field

5+ years of experience in commercial software development or advanced degree

Very strong troubleshooting and analytical skills

Strong spoken and written communication skills

Ability to work both independently and as part of a team

Ability to learn new skills and apply them quickly

Ability to understand legacy code to identify and fix problems

5+ years of C/C++ experience

3+ years of experience with Perl or equivalent language

2+ years of experience working with GDB

Demonstrable proficiency with Linux shell scripting languages

Demonstrable proficiency in Linux system administration

Solid understanding of networking architecture such as routing/switching, IP,TCP/UDP and application layers such as HTTP, SMTP, etc.

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